Client/Product Support Manager - Remote
Company: UnitedHealth Group
Location: Hartford
Posted on: May 7, 2022
Job Description:
You'll enjoy the flexibility to telecommute* from anywhere
within the U.S. as you take on some tough challenges. Energize your
career with one of Healthcare's fastest growing companies. - - You
dream of a great career with a great company - where you can make
an impact and help people. - We dream of giving you the opportunity
to do just this. - And with the incredible growth of our business,
it's a dream that definitely can come true. Already one of the
world's leading Healthcare companies, UnitedHealth Group is
restlessly pursuing new ways to operate our service centers,
improve our service levels and help people lead healthier lives. -
We live for the opportunity to make a difference and right now, we
are living it up.This opportunity is with one of our most exciting
business areas: Optum - a growing part of our family of companies
that make UnitedHealth Group a Fortune 10 leader. Optum helps
nearly 60 million Americans live their lives to the fullest by
educating them about their symptoms, conditions and treatments;
helping them to navigate the system, finance their healthcare needs
and stay on track with their health goals. No other business
touches so many lives in such a positive way. And we do it all with
every action focused on our shared values of Integrity, Compassion,
Relationships, Innovation & Performance.In this position you'll
play an important and unique role in a high volume, focused and
performance-driven support center where the goal is always to
effectively resolve advanced technical issues and enhance the
customer experience. This is no small opportunity. This is where
you can bring your passion for resolving the toughest of issues and
driving strategic relationships with a variety of stakeholders
while building your career.Training will be conducted virtually
from your home. -This position is full-time (40 hours/week) Monday
to Friday. Employees are required to have flexibility to work any
of our 8-hour shift schedules during our normal business hours of
8:00am - 5:00pm. It may be necessary, given the business need, to
work occasional overtime or weekends. -*All Telecommuters will be
required to adhere to UnitedHealth Group's Telecommuter
Policy.Primary Responsibilities: -
- Provides leverage point for internal client and product teams
to bring together resources and resolve highly escalated, time
sensitive or complex issues. -
- Work with all relevant stakeholder groups to identify root
cause on major issues, tailor messaging for executive/client
audiences. Identify and drive future prevention opportunities.
- Proactively manages issue queues across the support
organization for assigned client /product groups, drives resolution
or further escalation of lagging cases
- Accountable for status and resolution of the most complex and
visible issue escalations, at times participating in war rooms or
communicating status on an hourly basis until resolution -
including both global and client-specific multi-member impacting
issues
- Establish strong working relationships with all
cross-functional stakeholder groups including engineering, product
management, IT, client teams, reporting, eligibility, marketing,
third party vendors and any other teams needed to achieve
objectives
- Educates client team members on product functionality, how
client requirements/configurations are/are not supportable and how
they translate into the actual consumer and consumer support
experiences. - Attend config reviews and ensure client/product
specific information is updated for all levels of the support
organization. - Consistently monitor for changes impacting the
effectiveness or operations of the group and adjust process,
documentation or communication as needed
- Monitor client-specific NPS for trends and
identification/driving of improvement opportunities
- Responsible for staying current on industry and Rally product
changes, identifying and assessing impacts to client configurations
and communicating/mitigating to multiple stakeholder groups
including client directly when needed
- Deliver support case reporting and analytics to AMT and
clients, both scheduled and ad hoc
- Mentor and assist other support groups to ensure client issues
are being worked as effectively as possibleYou'll be rewarded and
recognized for your performance in an environment that will
challenge you and give you clear direction on what it takes to
succeed in your role as well as provide development for other roles
you may be interested in.Required Qualifications:
- High School Diploma / GED (or higher) OR equivalent work
experience
- 2+ years of client management, product management or advanced
technical support experience
- 1+ years of data analytics or trend identification/analysis
experience
- Deep and broad knowledge of all operational business functions
of a healthcare consumer/client/product support centerTelecommuting
Requirements:
- Required to have a dedicated work area established that is
separated from other living areas and provides information
privacy
- Ability to keep all company sensitive documents secure (if
applicable)
- Must live in a location that can receive a UnitedHealth Group
approved high-speed internet connection or leverage an existing
high-speed internet servicePreferred Qualifications:
- Bachelor's -degree (or higher) in related field
- 6+ months of experience in IT engineering or IT helpdesk
support
- End to end understanding of how UHG product offerings work
together both from a consumer experience and backend systems
perspective, as well as predecessor and downstream systemsSoft
Skills:
- Experience presenting confidently to all levels of leadership
-or stakeholder groups
- Aptitude to design, understand and modify business support
processes to meet important challenges
- Strong leadership ability - meaning the confidence to take
risks, make mistakes, learn from them, and help others do the same
-
- Strong political and situational awareness, ability to navigate
difficult conversations with a variety of stakeholders at all
levels of the enterprise
- Business process minded with strong client engagement/consumer
experience skills -
- Ability to manage workload independently in a fast-paced,
ever-changing environment with quickly changing priorities -
- Self-motivated, organized, passionate and humble. -UnitedHealth
Group requires all new hires and employees to report their COVID-19
vaccination status.Military & Veterans find your next mission: We
know your background and experience is different and we like that.
UnitedHealth Group values the skills, experience and dedication
that serving in the military demands. In fact, many of the values
defined in the service mirror what the UnitedHealth Group culture
holds true: Integrity, Compassion, Relationships, Innovation and
Performance. Whether you are looking to transition from active duty
to a civilian career, or are an experienced veteran or spouse, we
want to help guide your career journey. Learn more at Learn how
Teresa, a Senior Quality Analyst, -works with -military veterans
and ensures they receive the best benefits and experience possible.
-Careers with Optum. Here's the idea. We built an entire
organization around one giant objective; make the health system
work better for everyone. So when it comes to how we use the
world's large accumulation of health - related information, or
guide health and lifestyle choices or manage pharmacy benefits for
millions, our first goal is to leap beyond the status quo and
uncover new ways to serve. Optum, part of the UnitedHealth Group
family of businesses, brings together some of the greatest minds
and most advanced ideas on where health care has to go in order to
reach its fullest potential. For you, that means working on high
performance teams against sophisticated challenges that matter.
Optum, incredible ideas in one incredible company and a singular
opportunity to do your life's best work.SMColorado, Connecticut or
Nevada Residents Only: The salary range for Colorado residents is
$20.77 - $36.88. The salary range for Connecticut / Nevada
residents is $22.93 - $40.58. Pay is based on several factors
including but not limited to education, work experience,
certifications, etc. In addition to your salary, UnitedHealth Group
offers benefits such as, a comprehensive benefits package,
incentive and recognition programs, equity stock purchase and 401k
contribution (all benefits are subject to eligibility
requirements). No matter where or when you begin a career with
UnitedHealth Group, you'll find a far-reaching choice of benefits
and incentivesDiversity creates a healthier atmosphere:
UnitedHealth Group is an Equal Employment Opportunity / Affirmative
Action employer and all qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, age, national origin, protected veteran status,
disability status, sexual orientation, gender identity or
expression, marital status, genetic information, or any other
characteristic protected by law.UnitedHealth Group is a drug - free
workplace. Candidates are required to pass a drug test before
beginning employment.Keywords: UnitedHealth Group,
UnitedHealthcare, Optum, healthcare, office, phone support,
customer service, billing, training class, now hiring, jobs,
career, work at home, work from home, WAH, WFH, remote,
telecommute, hiring immediately, #RPO, #YELLOW
Keywords: UnitedHealth Group, Hartford , Client/Product Support Manager - Remote, Executive , Hartford, Connecticut
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